Operations Manager
Gasnas
Total years of experience :13 years, 6 Months
- Duties :
- Researches and analyses a variety of marketing information, including market trends, pricing schedules, competitor offerings, product specifications, and demographic data
- Presents findings to marketing teams to help guide the direction and activities of the department
- Develops new marketing strategies and campaigns based on detailed analysis of market forces
- Works with creative teams to come up with branding ideas, advertising copy, graphic designs, and promotional materials
- Identifies the appropriate media channels where each product or service's marketing materials can be delivered to the public
- Enforces brand marketing guidelines throughout each product to create a cohesive feel to each campaign
- Provides expert direction and insight to marketing staff members throughout each project or campaign
- Acts as a go-to resource for up-to-date, accurate research and market information
- Tracks marketing strategy results closely and creates detailed reports with data analysis and other feedback
- Adjusts marketing plans as needed in response to data tracking efforts
- Reports findings and results to upper management and executives
- Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
- Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
- Play a significant role in long-term planning, including an initiative geared toward operational excellence.
- Oversee overall financial management, planning, systems and controls.
- Management of agency budget in coordination with the Executive Director.
- Duties:
- Create the SOP for total call center and register the department on ISO 9001.
- Setting and meeting performance targets for speed, efficiency, sales and quality.
- Managing the daily running of the call centre.
- Maintaining up-to-date knowledge of industry developments and involvement in network.
- Monitoring random calls to improve quality, minimize errors and track operative performance.
- Reviewing the performance of staff, identifying training needs and planning training sessions
- Recording statistics, user rates and the performance levels of the centre and preparing reports.
- Handling the most complex customer complaints or enquiries.
- Organizing staffing, including shift patterns and the number of staff required to meet demand.
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
- Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
- Ensure agreed customer service standards are consistently met.
- Supervise the day-to-day operation of the CC betting business.
- Consistently monitor staff levels and liaise with management regarding
any adjustments required.
- Liaise with other Team Leaders to ensure a consistent approach to
management of CC Customer Services Representatives and CC
procedures.
- Actively participate in performance appraisals for CC Customer
Services Representatives .
• Bachelors Degree: - Institution: Irbid National University. - Location: Irbid - Major: Marketing -